Salesforce CRM Streamlines Sales Lifecycle at Fidelity National Information Services

Challenge

• Fidelity National Information Services (FIS), a leading provider of core processing for financial institutions; card issuer and transaction processing services; mortgage loan processing and mortgage-related information products; and outsourcing services to financial institutions, retailers, mortgage lenders and real estate professionals, needed a way to consolidate customer and contact information in one central repository.
• Because sales reps used disparate homegrown systems, management had little or no way to track sales activity or create appropriate reports.
• With 400 salespeople selling several products to customer banks, FIS needed an aggregated tracking system to avoid uncoordinated and duplicate customer contacts.
• The division required a customizable, powerful CRM solution it could quickly implement across sales and marketing.

Solution

• FIS conducted internal comparative tests between SalesLogix and Salesforce CRM and found Salesforce CRM superior in terms of functionality and ease of use.
• With the help of Salesforce.com Consulting, the solution was up and running within 60 days.
• Integration with Microsoft Outlook, along with mobile access via Blackberries, enables instant access to vital customer information anytime, anywhere.
• Dashboards offer management real-time analytics to track their pipelines, and automated features, such as auto-response emails and alerts, supply ongoing marketing and communications throughout the sales lifecycle.
• Individual FIS reps can utilize customized fields to tailor information for their particular needs, and divisions and managers can tailor the app for specific views that fit their groups' needs.

Results

• One consolidated central repository of customer and contact information with online, offline, and mobile access empowers FIS reps with speed and agility, creating a savvier sales team.
• Automated emails and lead routing weave marketing and communications efforts into the lifecycle with ease.
• Dashboards equip management with improved real-time analytics and insight into their sales channel for intelligent forecasting and reporting.
• Future plans include the possibility of expanding analytic capabilities with the help of a Business Objects or AppExchange app.